Customer experience is everything in the hospitality industry, regardless of the specific sector in which you work. Whatever their reason for using your services, it’s important to leave a lasting, positive impression.
Did you know that 73% of companies with above-average customer experience perform better financially than their competitors? It can play a huge part in your business’s success, so it’s worth paying attention to how well you do it. If you want to take your customer experience up a notch, read on.
Good customer service involves building relationships and reacting quickly to any service requests, among other tasks that help to create a positive experience. It’s important that you and your team embrace your roles as hosts by putting forward the best version of yourselves. As a bonus, it means that you’re more likely to enjoy the engagement that you have with your guests.
The setting should reflect the nature of your service as well, ensuring that guests are always comfortable with plenty of space to relax. If you run a B&B, making sure that you have the correct insurance is important so that your customers – and your team – know that they’re in safe hands.
If your guests experience something unique in their visit, you’ll land in their good books instantly. To offer the best customer experience possible, you need to get creative and embellish whatever services your establishment offers. This could be as simple as adding an extra flourish to the cocktail that they’ve ordered or leaving a small gift on the pillow in their room.
The simplest of actions will let guests know that you have put thought into their stay and will set you off on the right foot. By going the extra mile, you can make people’s stay more memorable. It will also lay the foundations for positive reviews, either online or through word of mouth.
Make yourself accessible
If you want to provide the best-quality care for your customers, you need to make sure that you and your team are on hand to respond to any requests as promptly as possible. Upon arrival, let your guests know how they can contact someone for assistance. Their requests might be as simple as asking for an extra towel or asking for recommendations of local attractions – either way, you should make it clear that help is there whenever they need it.
Be sure that your team check in with your customers so that they always feel supported, while allowing them space to enjoy themselves without feeling suffocated. It’s a fine balance but, if you get it right, your customers will thank you for it.
Do you have any tips that you’d like to share? Feel free to comment below!